Customer Experience is not about happy faces in a Customer Satisfaction Survey
Customer Experience programs should have clear financial objectives to meet, a clear business case, as any reasonable initiative in business. Increase revenue, reduce costs, protect shareholder value and profit.
But most Customer Experience initiatives settle with fuzzy financial objectives, like having an amount of happy faces on a quarterly customer satisfaction report, or a positive NPS (Net Promoter Score) result.
Instead, well designed Customer Experience initiatives can reduce costs by helping customers to avoid issues while consuming your products or services, and increase customer acquisition and retention by helping you to classify them and provide exactly what they need.
You don’t need to reinvent the wheel or spend large amounts on IT projects
Implementing Customer Experience Management in a business is a Cultural Transformation, not just purchasing some software or hiring some consultants.
As a business leader/owner you must be knowledgeable on the topic, because this is something you cannot just delegate: Customer Experience Strategy must come from the highest management and led by example.
A Customer Experience initiative can be implemented successfully with solid management of Cultural Change, Agile techniques, clear Objectives and Indicators, and widely available technology. All you need is to have enough executive knowledge to lead the process.
Begin your journey into a successful Customer Experience Strategy by learning the basic elements that make it up.
Learn the components of a winning Customer Experience Strategy
What can you expect to know after taking our Customer Experience 101 course?
This course is based both on research and professional experience, so you’ll be acquire a solid real world knowledge of what a Customer Experience Program needs to get going.
Lesson 1: What is Customer Experience?
You will get the basic concepts around Customer Experience Management, along with interesting facts that will help you understand better the rest of the course, and set your expectations about what can be achieved through a proper Customer Experience Strategy.
Lesson 2: Management Techniques for Customer Experience
You will learn which business techniques and tools are the best for planning and implementing your Customer Experience Strategy in your organization. We will see why it is important to tie everything together, from Purpose to Implementation Methodologies.
Lesson 3: Know Your Customer
You will learn the fundamentals about why your Customer Experience Strategy can help you design a proper Customer Information Management flow, through the use of Customer Segmentation, Categorization and a Voice of the Customer process.
Lesson 4: Know Yourself
You will get the basic concepts of Customer Journey Mapping and Customer Experience Program Implementation, so you can understand the level of effort that will be required to put in place a Customer Experience Strategy.
Lesson 5: Customer Success
You will get the basic understanding about what ongoing processes are required to keep a Customer Experience Strategy working over time, and why Cultural Change Management is key for any Customer Experience initiative.
Lesson 6: Tools of the Trade
You will learn about what type of technology tools can help you automate and enable the processes and concepts that are part of a Customer Experience Strategy (like CRM and Ticketing), and why those are more easily accesible than you think.
30-Day Money Back Guarantee
And to really make it easy for you to move forward with this, I’m offering an incredible 100% risk-free guarantee.
Customer Experience 101
Enroll in our course and get 6 months of full access and updates to it, permanent access to our Private Discord Server, and let’s begin your Customer Experience transformation journey TODAY!
